Anumudu Faith

ANUMUDU FAITH - Email:-Benin City, Edo State About Me Dedicated and results-driven Virtual Assistant and Customer Support Specialist with over 5 years experience in providing exceptional support and service. Leveraging advanced virtual assistant technology tools such as Google Suites, MS Office Suites, Intercom, Zendesk, Freshdesk, Zapier, and HubSpot. Adept at understanding customer needs and resolving inquiries promptly and effectively. Skilled in managing diverse customer interactions, from answering queries to addressing concerns, all the while maintaining a positive and empathetic approach. Demonstrated ability to adapt to dynamic situations, ensuring customer satisfaction through personalized and efficient communication. Committed to staying updated on industry trends and consistently improving the virtual customer care experience. CORE COMPETENCIES Cold Calling Email Management Excellent Interpersonal Skills Good Communication Skills Telemarketing Appointment Setting/Scheduling Problem-Solving Lead Generation Team Collaboration Conflict-Resolution SKILLS HIGHLIGHTS Maintain a positive and empathetic approach in virtual interactions, creating a supportive and customer-focused atmosphere. Demonstrate proficiency in analysing issues and providing effective solutions, contributing to a positive customer support environment. Demonstrate genuine concern for clients' issues. Creative problem-solving to find effective and efficient solutions. Remain calm and composed, especially in challenging situations. Ensure an in-depth understanding of companies’ products and services. Prioritize and manage time effectively to handle multiple customer inquiries. Capable of working collaboratively with team members to achieve shared goals and contribute to the overall success of the organization. PROFESSIONAL EXPERIENCE Customer Service Representative Shalom Enterprises Jan 2022 – Present Respond to customer inquiries and requests via phone, email, and social media channels, ensuring timely and accurate assistance. Process returns, exchanges, and refunds according to company policies and procedures. Assist with order tracking, shipping inquiries, and delivery status updates to provide customers with real-time information. Escalate unresolved issues to appropriate departments for further investigation and resolution. Conduct customer satisfaction surveys and analysed feedback to identify areas for improvement. Participate in team meetings and training sessions to stay updated on product updates, policies, and procedures. Maintain a positive and professional attitude in all customer interactions, striving to exceed expectations and build rapport. Appointment Setter and Scheduler Heritage Agency 2023 – 2024 Spearheaded lead generation efforts by conducting targeted cold-calling campaigns, resulting in a 30% increase in qualified leads within the first six months. Made cold calls to prospective customers and qualified cold leads after calling them. Called prospective clients using a list of phone numbers provided. Familiarized myself with essential details of the company’s products and services. Addressed basic questions and concerns about the products and services. Set up appointments between potential clients and Sales Representatives. Kept a detailed log of calls, including those that were not answered. Attempted to contact prospective clients who were previously unreachable. Lead Generation Expert Eseler Couture 2018 -2021 Proficient in researching industries, markets, and potential clients to identify leads and opportunities. Demonstrated persistence in following up with leads and overcoming objections to convert prospects into customers. Utilized data and analytics to identify trends, measure campaign effectiveness, and optimize lead generation strategies. Stayed informed about industry trends, competitor activities, and market dynamics to tailor lead generation strategies accordingly. Identified potential leads through market research, online platforms, and networking. Reached out to potential clients via email, phone calls, or other communication channels to introduce the company's products or services. Qualified leads based on predefined criteria to ensure alignment with the company's target audience. Worked closely with the sales and marketing teams to align lead-generation efforts with overall business goals. Provided regular reports on lead generation activities, conversion rates, and the overall effectiveness of lead generation strategies. Communicated feedback from leads and prospects to the marketing and product development teams for continuous improvement. Salesperson Industrial and General Insurance Company (IGI) 2008 - 2012 Identified and prospected potential clients through various channels, including referrals, networking, and cold calling. • Conducted thorough assessments of clients' insurance needs and financial situations to recommend appropriate coverage options. • Delivered clear and comprehensive presentations of insurance policies, explaining coverage details, premiums, and benefits to clients. • Prepared and presented insurance quotes and proposals, customizing offerings based on client's requirements. • Effectively closed sales, overcame objections, and ensured clients understood and agreed to the terms of the insurance policies. • Completed and maintained accurate documentation of client interactions, policy details, and other relevant information. • Built long-term relationships with clients through regular communication, follow-ups, and ongoing support to enhance client retention. • Stayed informed about changes in the insurance market, competitor activities, and emerging trends to adapt sales strategies accordingly. • Ensured adherence to legal and regulatory requirements in selling insurance products, maintaining high ethical standards. • Provided regular reports on sales activities, achievements, and challenges to management. EDUCATION Federal University of Technology Akure Ondo State 2006 Agricultural Economics and Extension (B.Tech.) CERTIFICATIONS Digital Witch IT Support Certified Virtual Assistant